Resume for Collection & Customer Service professional with 2 decades experience

1. Key Skills
Customer Life Cycle Management
(Client Acquisition & Retention)
Team Building & Leadership
Strategy Planning
Statutory & Regulatory Compliance
Fraud Monitoring & Control
Operational Excellence
Liaison & Coordination
Collection & Recovery Operations
Stakeholder Engagement (Client/
Business)
Process Enhancement (SOP
Development & Implementation)
Profile Summary
Result-Oriented Customer Service Leader: managing customer service
operations and ensuring high levels of business performance and customer
satisfaction
Front-led collection operations: ensuring timely collection of payments
from customers and recovery of bad debts; implemented strategies for
retention, thereby always ensuring minimal revenue loss with surplus cash
flow
Dynamic convincer with excellent skills at convincing customers in
case of disagreement; developed relationships by retaining customers by
providing customized solution with also generating reinvestment opportunity
Competent in streamlining & improving existing systems / processes,
envisioning new methodologies, future trends and driving development,
direction and accomplishment
Expert in building strong rapport with customers through customer centric
approach; ensuring strict adherence with service standards and complaint
management guidelines for customer service delivery
Led the implementation of Minimum Time to Revert (MTTR) concept
which enabled attending 8000 walk-in customers in FY 16-17 viz-a-viz 13000
in FY 17-18 with reduction in average customer handling time from 24 mins
to 16 mins thereby maintaining the C-Sat score of 95%-97%+
As a part of performance management project “ASPIRE”, scaled up
the KPIs by 20% for FY 2017-18 compared to FY 2016-17.
Built high performing teams that excel in delivering business value with
high morale & low attrition; leading, training & monitoring performance of
team for maintaining operational excellence
Attained average 100 CR collection per month in FY18-19 though
facing liquidity crisis in Market due to NBFCs collapsed badly by proactive
planning & strategizing portfolio.
Career Timeline
PRACHET KUMAR JAISINGH
COLLECTION OPERATIONS AND CUSTOMER SERVICE EXPERT Focused professional
offering 2 decades of experience in delivering process oriented operations and
taking initiatives for Business Excellence, Customer Life Cycle Management,
Collections, Targeting senior-level assignments with a reputed organisation
prachet@rediffmail.com 09327799446 / 09377556668
Softech Solutions /
Newgen Software,
Allahabad as
Executive Trainee-
Sales
Gati Ltd., Lucknow
Regional Office as
Senior Executive -
Central Marketing
Team
Mahindra &
Mahindra
Financial Services
Ltd., Aligarh as
Senior Officer
2000-2000 2000-2001 2001-2005
HDFC Bank Ltd.,
Retail Assets
Collection Meerut
as HUB Collection
Manager
2005-2009
Reliance
Communication
Ltd., Ahmedabad
as Senior Manager
2015-2018
Godrej Properties
Limited, as Senior
Manager- Customer
Centricity &
Collections
2009-2015
M3M India Pvt. Ltd.,
Gurugram as General
Manager-CRM
Since 2018

2. Work Experience Since Jul’18 with M3M IPL India Pvt. Ltd., Gurugram
General Manager-CRM
Key Result Areas:
Conceptualized, implemented and reviewed the collection strategies &
improved efficiency by attaining collection of 100 Cr plus per month by
heading 22 projects with collecting INR 1453 Cr for FY 18-19
Big operational challenges plugged timely to overcome crisis in Realty
business due to major HFC/Banks stopped disbursals in mid of FY18-19
Monitoring the overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximize CSAT & NPS level
Responsible for managing each post booking aspect of 10,000 plus
customers from 10 delivered & 12 ongoing high-end residential/commercial
projects
Strategizing timely collection by Dunning, Reminders & Legal Notices
Sharing best practices & customer expectation to be considered in upcoming
launches. It supported strategizing project for meeting customer’s
expectations
Maximising retention of existing clients, increasing occupancy by handovers,
and proactively managing repeat business in new project launches
Administered all the functions entailing retention, addressing critical
customer’s grievance/queries resolution, legal settlement, loan facilitation
Liaising with HFCs/Banks for subventions loans/APFs/MOUs for NPV rates,
for loan facilitation to new/existing customers of different projects/new
launches.
Monitoring Banks/ NBFCs processes at different stages from file login for
customer’s loan sanction to final disbursal to expedites targeted run rate.
Significant Accomplishments:
Improved calls, walk inns & emails response time by team via monitoring &
auditing these activities on quality & minimum time to revert prospective.
Possess in-depth knowledge of RERA for formulating CRM functioning aligned
to new regime for Realty market
Improved collection drastically by reducing time spent for completing
formalities from allotment to disbursement e.g. BBA Registration, TPA, PTM,
NOC & subvention NPV approvals to banks for MOUs
Improved cash flow by conversion of delinquent customers by following-up
& collecting 332 Cr from overdue from old outstanding in FY 18-19
Possessions given for 2203 properties (residential/retail/shops) from 2786
ready possession units till FY18-19. Also managed post booking activities of
extra 7000 plus units where projects are under construction
Reduced legal cases with closely working with legal team for preparing revert
to Legal notices & complaints to various regulatory bodies e.g.
NCDRC/SCDRC, EOW, HRERA, CREDAI, CM Window, Police Complaints, STP,
DRT, DTCP
Godrej Properties Ltd, Ahmedabad, Senior Manager-Customer
Centricity
Growth Path:
Jul’17 – Jun’18 Head- Customer Interaction & Collections
Nov’15 – Jun’17 Head- Customer Interaction
Key Result Areas:
Managed the entire collection processes and new initiatives to ensure
adherence to established guidelines in improving collection, overall
liquidation and effectiveness in maximizing return and mitigating risk
Addressed social media & top management complaints in defined SLAs
resulting in customer delight
Nov’15- Jun’18
Spearheaded a team of 22 front-end
Customer Relationship Managers
with liability to manage customer
base of 10000 plus
Ensured CSAT of 10 delivered & 12
ongoing projects customers of
residential & commercial spaces
ranging between 1 CR to 7 CR
Gained in depth knowledge &
experience to formulate Collection
AOP for contributing in cash flow. It
includes reviewing collection pool of
each project CRMs
Improved collection Pace per month
from 80-85 CR to average of 100 CR
in FY18-19

3. Planned, assigned and supervised daily activities including team hiring,
performance evaluations, appraisal cycle management, training and
capability enhancement
Ensured that bills (payment advice) are generated on time, and shared the
same with the customers; reviewed collection status and duration
Analysed the delinquency reports and monitored the trends in collections by
referring to concerned areas & profile patterns and feedback; reviewed
portfolio in terms of delinquency & strategies to recover with different
allocation and priorities to the delinquent customers in terms of risk rating
Undertook final flat handover, execution & registration process including
o Snagging & de-snagging of flats, pre-handover rectification visits to flats
with clients
o Timely rectification through project of points of customers before final
possession
o Fixing appointment with customers for sale deed execution & signing of
all documents
o Liaison with Sub-Registrar office for Sale Deed Registration
o Handover of all documents for flat ownership & sale deed to customers
o Final flat handover ceremonial for customer delight & seeking feedback
through NPS survey regarding their journey from booking to handover
Significant Accomplishments:
Attained NPS score of 79% in FY18 against 66% in FY17
Streamlined the processes that improved handovers by 27% (upto 1300
units/ 1.4 million Sq ft.) in FY18 vs 1064 Flats in FY17
Reduced outstanding of 90+ days by 40% YOY comparison FY’18
Improved collection from 73% to 95% of collectable base in YOY in FY18
Increased BBA (AFS) by 31% & registrations (ATS) by 56% FY’17 vs FY’18
Utilized 20% Legal settlement budget 1.82 Cr. from allotted budget of 9.5
Cr.
Resolved 20 legal cases amicably with left 17 cases in FY’18 vs 37 in FY’17
Cancelled booking of default customers & re-booked with sales support to
avoid impact worth 1.15 Lac Sq. ft. reductions in Net Sales in FY18
Referral booking of 4 Cr. (13K sq. ft.) orchestrated from existing customer
base
Received over 1000 written appreciation in year FY18 compare to 800 in
FY17 for extended services provided by CRM team to existing customers
Decreased the trend in L3-escalation level for flat rectifications except major
category (Tiles Issues, Plumbing & Flooring) as team convinced self on
technical aspects with 10% (108 flats) attained under no snags for FY-2017
Jul’09 to Nov’15 Reliance Communication Ltd., Ahmedabad as Senior Manager
Growth Path:
Apr’13 – Nov’15 Customer Service Head & Appellate Authority for
Gujarat State - Broad Band & Wire Line Business
Jul’11 – Mar’13 Regional Collection Head -West Zone (Maharashtra,
Mumbai & Gujarat) - Consumer Broad Band Business
Jul’09 – Jul’11 Head Revenue Assurance (Billing & Collection)
Gujarat – Enterprise Business
Significant Accomplishments:
Steered collections & customer service team of 22 -25 personnel of 10
clusters
Contributed in breaking each every high achievement previous record for
Gujarat state against each KRA in the financial year 2013-14
Reported 100% billing vs collection in Feb’12, Mar’12 & Apr’12 for MH & MU
after owning responsibility from Aug’11, a major concern of management
Resolved issues with 'exceptions' by
offering flat switching option as
retention gestures for delay or with
extra inbuilt amenities
Headed the team nominated for
Godrej Award for outstanding
performance
for FY 16-17 for delivering 1000 Flats
Attained 800 Appreciations from
customers in FY 2016-17 vis a vis
raised the bar to 1000+ in FY
2018
Attained 98% resolution of all
interaction captured within TAT
through Salesforce CRM
Introduced Minimum Time to
Revert (MTTR) concept for floor
Management first time in Co.
Generated 115 referrals by CC team
in a year with paradigm shift to
Booking & upgrade of 7 flats
(8K Sq. Ft.) exclusively
Improved the post-sale handover
experience which developed espirit
de corps among the teams “One
Team One Mission” and led to
customer delight
Led the Down trend to Legal notices
received comparing to high time delay
of 12 towers in FY by putting CSAT &
Proactive communication in place
Collection AOP target achieved with
drastically reducing 90 plus bucket
outstanding from 84 Cr to 30 Cr
Recognized as Best Performer at
National Level for consistent
performance in 2 financial years
(2009-2011)
Steered efforts in sharing best
practices twice of Gujarat to President
Office for PAN India implementation
Nominated for Excellence Award
for National Round in Q3 in the
financial year 2009 - 10

4. Apr’05 – Jul’09
Participated in Wall of Fame for Q4 in FY 2009-10 & Q1 in FY 2010-11 for
100% target achievement for Gujarat state in collection compare to FY 2009-
10
Secured highest points amongst all state collection heads in FY 2009-10
Managed high revenue circle with lowest churn by best assurance & largest
growing base through prompt delivery for Broadband Business for FY 14-15
Attained 100% annual performance for set KRAs for 90% team in FY 2013-
14
Bad Debt for MH & MUM reduced to 2% in FY’2012 after owning from Jul’11.
HDFC Bank Ltd., Manager-Retail Assets Collection Meerut (UP West-1)
Growth Path:
Jan’08-Jul’09 Manager- Retail Asset Collections for AL, UCL & LAP.
West U.P. Part 1
Oct’06-Jan’08 Deputy Manager-Retail Asset Collection West U.P.
Part 1 consisting of 15 Locations 9 Districts enhanced in
location Bareilly, Rampur, Moradabad, Haridwar &
Dehradun extra than above previous locations)
Jun’05-Oct’06 Assistant Manager-Retail Assets Collection Meerut
Hub for AL, UCL, TW, PL, BL & LAP Consist of 10
Locations of 4 Districts (Ghaziabad, Meerut,
Muzzafarnagar & Bulandshahar)
Significant Accomplishments:
Operated as task force member for handling critical locations & situations i.e.
collections, stock sale, process training, intra-functional disputes
Achieved repossession, stock sale and recovery target as specified
Previous Experience Jun’01 - Mar’05 Mahindra & Mahindra Financial Services Ltd.
Senior Officer- Operations
Growth Path
Jan’04-Mar’05 Area Recovery Head– West UP Based at Aligarh
Branch responsible for NPA (Non-Performing Assets)
reduction, GCL (Gross Credit Loss)
Sep’02 to Jan’04 Based at Aligarh Branch to cover half of West U.P for
Loan Approval & Collection for Mahindra Auto, Scorpio
project, Non Mahindra & Tractor Dealers.
Jun’01 – Sep’02 Based at Agra Branch & deputed to location Mathura,
Bareilly, Rudrapur, Bijnor & Noida for Field
Investigation/Loan Approval & Collection for 5 Auto
Division Dealers & 13 Tractor Division Dealers network
of West U.P & Uttaranchal.
Oct’00 – Apr’01: Gati Ltd., Lucknow Regional Office
Senior Executive - Central Marketing Team
Jun’00 – Sep’00: Softech Solutions/Newgen Software, Allahabad
Executive Trainee- Sales & Marketing
Education
MBA (Marketing) from United Institute of Management, Allahabad,
Purvanchal University Uttar Pradesh in 2000 (5th
merit holder of batch)
B.Sc. (Physics, Chemistry & Maths) from B.S.A. College, Mathura, Affiliated
to Dr. B.R. Ambedkar University Agra Uttar Pradesh in 1998
Merit of acquiring 100%
performance consistently for 3 years
(2011-2014)
Acquired minimal churn reported for
Gujarat state in Q1 & Q2 in FY 2013-
14
Specialist for formulating reposition
strategy of default vehicles
Maintained 0 NPA branch throughout the
association with MMFSL
People manager who contributed
towards maintaining target
achievement for all loan products
through effective team handling

5. Professional
Enhancements/ Trainings
Basic Banking, Time Management, Leadership, Banks Retail Products, Inter
Departmental Functioning, Fraud Prevention & Control by internal trainers
of HDFC Bank (2005-2009)
Professional training courses i.e. Conflict Management, Whaledone, Leader
role in crisis, Effective Communication using Transactional Analysis in RCOM
by certified trainers of NIS Sparta (2010-2014)
Workshop for Effective Appraisals by Acumen Business Consulting,
Customer Experience Lab by Krauthammer & various online Certification
courses of Cross Knowledge in Godrej Properties (2016-18)
Worked hand to hand with Bain & Co. for streamlining CRM processes &
SOPs in M3M India Pvt. Ltd. (2018-2019).
Personal Details
Date of Birth: 25th
June 1978
Languages Known: English and Hindi
Address: E-111, Palmgreens, Makarba, Ahmedabad - 380015, Gujarat